FIND_THE_RIGHTJOB.
Dubai, United Arab Emirates
We are looking for a Quality Assurance Assistant to lead our Quality team and drive continuous improvement in customer experience.
Job Description for Quality Assurance Assistant
The Assistant Manager – Quality Assurance is responsible for managing and improving the quality assurance function within the organisation. This includes overseeing QA staff, monitoring team performance, ensuring adherence to service standards, and contributing to customer satisfaction through process enhancements. The role requires strong leadership, analytical, and communication skills to drive quality initiatives and partner with training and operations for continuous improvement.
Key Responsibilities:
Team Leadership & Supervision:
Supervise QA Analysts and Executives, ensuring effective call evaluations, coaching, and feedback delivery.
Call Quality Monitoring & Evaluation:
Oversee evaluation of live/recorded calls, ensuring scoring is fair, consistent, and in alignment with the organization’s quality framework.
Quality Calibration & Standardization:
Lead regular calibration sessions with QA, Operations, and Training teams to ensure alignment in scoring and expectations.
Performance Reporting & Analysis:
Develop and review QA reports, dashboards, and KPIs to assess agent and campaign performance trends.
Process & Compliance Oversight:
Ensure agents are adhering to company scripts, compliance regulations, and customer service standards.
Training & Development Support:
Identify training gaps from QA findings and work closely with the Training Team to enhance onboarding and refreshers.
Customer Experience Improvement:
Analyze customer feedback and QA scores to recommend and implement strategies for improving the overall customer journey.
Documentation & SOP Maintenance:
Update QA evaluation forms, scorecards, SOPs, and audit checklists in collaboration with the Quality Manager.
Department Communication:
Collaborate with Operations Managers, Team Leaders, and Trainers to resolve quality issues and align on improvement plans.
Qualifications & Skills:
Job Type: Full-time
Pay: AED4,500.00 - AED5,000.00 per month
Application Question(s):
Experience:
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